Service Desk Analyst

2 weeks ago

Norfolk, United Kingdom identifi Global Resources Full time

Role: Service Desk Analyst

Location: West Norfolk (Onsite/Hybrid)

Contract: Inside IR35, until March 2025

Rate: Band 4



The Opportunity

Join an NHS Digital Team as a Service Desk Analyst, providing frontline IT support for essential healthcare services. You'll ensure smooth ICT operations, handling user incidents with precision, resolving issues promptly, or escalating where needed. This contract offers the chance to make a real difference in healthcare IT while utilizing and growing your skills in a fast-paced environment.



Key Responsibilities

  • Act as the first point of contact for all ICT incidents via phone, email, or service management tools.
  • Accurately log incidents, striving for first-time fixes using remote tools or onsite visits.
  • Escalate unresolved issues to relevant technical teams while keeping users informed of progress.
  • Monitor incident queues, ensuring SLA adherence and timely escalations.
  • Collaborate with teams to ensure exceptional user experience and consistent IT service delivery.



Skills

  • Experience with Microsoft service desk tools and systems, including Active Directory, Office 365, Teams, Sharepoint etc
  • Proficiency in Windows OS, hardware diagnostics, and remote desktop tools.
  • Strong communication skills to explain technical solutions to non-technical users.
  • Analytical problem-solving with the ability to prioritize tasks effectively.
  • Familiarity with ITIL frameworks and service management best practices .



Desirable Experience

  • Previous NHS or public sector IT support experience.
  • Knowledge of network infrastructures, security principles, and remote diagnostics.

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